16

The launchpad to your CRM success
Click here for your complimentary check up 

Call us now on +61 2 8212 3480

Is your CRM helping or hindering your sales?

title image 300x300

Most larger organisations, and many smaller organisations have a CRM (or perhaps more than one) of some description.  However, many of them are not delivering as expected.  Is your CRM one of the CRM solutions that is a real boon to your organisation or is it just a system that merely adds work and delivers little value?

Customer Relationship Management, when done well, will give you the unfair advantage over organisations that do not have a CRM solution, or have a poor imitation of one because it was implemented badly.  A Customer Relationship Management solution should be the best investment you can make for your business, but it is often not – why?

CRM implementations will often remind you of the nursery rhyme:

horridgirl

There was a little girl
Who had a little curl
Right in the middle of her forehead
When she was good
she was very, very good
But when she was bad
She was horrid

Signs of a horrid CRM

There are many indicators that your CRM could be doing more for your organisation.  These include:

  • Users are unwilling (or worse) to use it.
  • You are missing deals – and perhaps you do not know why.
  • The same client is spoken to by different people, perhaps in contradicting ways.
  • Customers are complaining, especially about promised actions not being done.
  • Data entry takes a long time.
  • Once data is entered it does not deliver any useful reports – data entry is, or is felt to be, for the sake of data entry.
  • Information is very scattered, and some of your key organisational intellectual property (IP) lives in the heads of key people.
  • Everyone can see all of the data, so they spend too much time searching for what they need, or arguing over details such as whose account is whose rather than doing what they are paid to do.
  • The CRM does not support the entire sales cycle, meaning that users have to leave CRM and revert back to a spreadsheet or other system, typically to build a quote for a client.
  • Staff have to return to the office to do some (or all) of their CRM work – which means that it is often not done.
  • Staff have to spend time creating sales reports, lists of their opportunities, sales plans or similar work.
  • There are repetitive tasks such as re-entering of data into multiple systems.
  • Some tasks are done an a myriad of different ways, for no good reason.
  • Sales processes are very ad-hoc.
  • Clients do business with you because they feel forced to so do, perhaps because of your products or prices.
  • Communications are not personalised in any meaningful way.
  • You have people who are primarily employed to enter data from other people, for example entering details of sales from forms that have been faxed or emailed to the office.

Signs of a good CRM

The signs of a good CRM are the opposite of signs of a horrid CRM listed above.  These include:

  • Data entry has been optimised so that data is only entered once into the system and it then flows from where it is entered to all the other places that it is needed.
  • There is an understood reason for all the data that is entered into the CRM.
  • Sales are able to see the relevant information from marketing and customer service.
  • CRM supports the entire sales process, so once a lead has been captured the data is augmented and passes as required to people who look after the sales process and then to delivery people and finally to accounts for billing.
  • Data is up to date and trusted by your team to be accurate.
  • All the data that people need is readily available to them when they need it – without them having to go digging around on shared drives or in shared folders, and without files being copied to personal drives etc.
  • Dashboards and other meaningful reports happen automatically from the data entered for other purposes.
  • Commitments made to clients and prospects are met, on time either by the primary person for that task, or if they are unable to do the job, by someone else, because the system has monitored the job.
  • Communications that are very personal to each client can be easily produced.
  • Staff are able to work where they need to work and are supported in this by their technology, including being able to do work out of the office, on their mobile phone or a tablet, for the work where that is appropriate.
  • Clients feel nurtured by your team and are happy to refer you because commitments made to them are met.
  • A sales process that is visual and easy to follow from when you first enter a lead to when the client signs off on the deal?
  • Sales reports including projected revenue, close dates and at risk opportunities do not require any additional work – they just fall out of the CRM ready for your sales meeting a sales team that was able to just use the CRM, and were not asking you questions that should be just coming from the system?
  • Visibility of what your entire team is doing including who is making their appointments, closing their deals, offering overly large discounts, forecasting deals unrealistically?
  • Easy to produce proposal documents – without a load of copying between a spreadsheet and a document;
  • Ability to work wherever you need to work so you can spend most of your time with the people who matter – your clients?

Could you (and your team) close more business if your CRM supported you better – if you had:

  • A sales process that is visual and easy to follow from when you first enter a lead to when the client signs off on the deal?
  • Sales reports including projected revenue, close dates and at risk opportunities do not require any additional work – they just fall out of the CRM ready for your sales meeting a sales team that was able to just use the CRM, and were not asking you questions that should be just coming from the system?
  • Visibility of what your entire team is doing including who is making their appointments, closing their deals, offering overly large discounts, forecasting deals unrealistically?
  • Easy to produce proposal documents – without a load of copying between a spreadsheet and a document?
  • Ability to work wherever you need to work so you can spend most of your time with the people who matter – your clients?

Is your CRM doing everything that it should be doing to help your sales?  Could you achieve more if you had a more friendly and productive CRM?  

If you would like to talk to someone about making your CRM less horrid please call me on 02 8212 3480 or contact me.

Site Search

Getting in touch with us is easy - we'd love to hear from you

Phone: +61(2) 8212 3480

Email: opsisinfo (at) opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
993 Pacific Highway,

Pymble, NSW 2073

We're ready for Dynamics 365 July 2017 (v9).  Are you?

Microsoft Dynamics 365 training in Sydney

Opsis training materials are updated so you learn the new features - as well as the existing material.

Business Intelligence in Dynamics 365 - 4th December

Configuration of Dynamics 365 - 12th December

Sales and Marketing in Dynamics 365 - 7th February

Automation of Dynamics 365 - 16th February

Opsis Dynamics 365 Training schedule

Opsis also offer training on your site and other Microsoft Dynamics 365 and Microsoft Dynamics CRM training solutions.


Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.